The System of Engagement is defined as a platform that manages supported digital engagement, of systems like Browsing, Web Chat, Messaging, videos (Facebook, WhatsApp, TEAMS, ZOOM, Signal, Slack, etc.), various apps like Project Management platforms (PROCORE, BIM360, Aconex, PlanGrid). It is also designed to grow and easily integrate additional APIs for customer engagement. This includes phone calls made from customers “websites and apps or through other channels such as email, social media or social networks. ^[1]

[1]        J. Mack, “Building a System of Engagement – Glia Blog | Digital Customer Service Explained,” Dec. 14, 2017. (accessed Jan. 27, 2021).